Regional Operations Manager, Maintenance - West

About Pacaso:
Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management.Founded by former Zillow executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.

We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more.Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Area™, and in 2022, it ranked among the Best Medium Workplaces™, Best Workplaces for Real Estate™, and Best Workplaces for Millennials™. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of LinkedIn's top startups in 2022.

Responsibilities

• Oversee Pacaso’s regional operations for Repairs and Maintenance on the West Coast; build, develop, and lead team comprised of Maintenance Coordinator(s), Maintenance Manager(s), and Technician(s) across multiple sub-markets 
• Support Regional Director of Operations in developing a scalable model for Maintenance that maximizes profitability and enables Pacaso to deliver world-class properties
• Partner with cross-functional leaders and Home Management on strategic initiatives to drive down Maintenance costs, increase revenue, and optimize regional performance
• Direct daily Maintenance operations, develop SLAs, and manage KPIs; establish performance objectives and provide weekly reporting to leadership
• Facilitate onboarding of new properties by ensuring in-house maintenance work and third party vendor projects are completed on-budget, on-time, and on-brand
• Ensure Maintenance Managers are set up for success and delivering against goals; provide ongoing support, conduct trainings, identify growth opportunities, and advocate for team needs with data-driven approach  
• Identify opportunities to improve efficiency, remove bottlenecks, and streamline Maintenance operations; build consensus and alignment across Maintenance and Home Management and oversee implementation
• Develop vendor sourcing and management strategy for your region; establish deep network of high-quality vendors across trades, build Pacaso’s reputation as a credible partner, and negotiate cost-effective, competitive terms on behalf of owners and Pacaso
• Hold vendors accountable to contractual obligations and Pacaso’s quality standards during onboarding as well as ongoing operations; manage claims and partner with Legal to address any breach of contract
• Establish standards of excellence for each recurring service's scope of work and ensure standards are being met by each vendor 
• Partner with Sr Manager of Capital Projects to determine scope, budget, and timeline for large scale capital projects
• Work closely with Home Managers to deliver an incredible owner experience; communicate effectively and lead with a collaborative, solution-first approach
• Manage escalated owner issues and incident reports
• Approve invoices and ensure all possible services are billed back to owners
• Travel to markets to conduct quarterly site visits, meet with vendors, lead trainings, and provide team with hands-on support and guidance
  
  

About you

• Minimum 5 years professional experience in service-driven property management, operations, vendor management, construction management, residential real estate development, or related field
• Familiarity with full range of construction process, including due diligence, estimating, design, planning, entitlements, permitting, pre-construction, construction, staging, and closeout 
• Experience hiring and managing a team, and managing remote resources
• Phenomenal project manager with exceptional organizational skills, written and verbal communication, and problem-solving skills
• Detail-oriented and demonstrate a proven track record of prioritizing tasks in order to meet tight deadlines
• Flexible and thrive in environments with high levels of ambiguity and shifting priorities 
• Professional demeanor and strong ability to establish positive relationships with range of stakeholders including Maintenance Managers, Home Managers, senior leadership, external vendors, and cross-functional partner